sellers training guide april2015

SELLING ON SOUQ.COM

Training Manual V.1.3.2015

Requirements:

Registered account as a seller in Souq.com with valid email address and contact number

Trade License copy/Sanitized Receipt of the items

Emirates ID copy

Training Agenda

Souq.com Overview Account Overview How to List Item How to Manage Listings & Performance How to Check, Confirm & Ship Order How to Get the Payment How to Manage Complaints How to Manage Return/Refund Best Practices

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List your item

Item is sold

Confirm the order

Print the AWB

Ship the order

Payment release

_________________________________Selling Flow

Welcome to Souq.com

• Established in 2005

• Pioneered online shopping in the region as an auction site

• Leading e-commerce destination in the Arab world

• Headquartered in Dubai, UAE, Souq.com caters to the needs of local markets with commercial offices in Egypt, Kingdom of Saudi Arabia and Kuwait

• More than 400,000+ products and 13M+ listings across multiple categories

• More than five million members

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Competitive Advantages

• Highest brand awareness among e-commerce players

• Extensive online and offline marketing campaigns

• Largest marketplace in region (number of sellers and items)

• Localize own fulfillment infrastructure in all markets

• Attracts over 23 million visits per month and is fast growing as more consumers shop online

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Benefits from Selling on Souq.com

• Listing is free! You only pay a fee if you sell

• Marketing support

– Weekly newsletters sent to hundreds of thousands of registered users

– Special promotion

– Radio campaigns and sponsorships

• Logistic support

• Secure payment platform

***Our target is to make you sell (we make money when you make money)

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Account Overview_________________ _________________

Log in on your account using your registered email or

username and the password

Account Overview_________________________________

Account Overview __________________________________

Edit your account information

Add/edit your listings

Confirmed/Canceled/Returned sales

orders.

Account Summary

How to Sell an Item

Selling in Souq.com

__________________________________

Sell on Souq.com_________________ _________________

Log in on your account and click “Sell on Souq.com”

Sell on Souq.com__________________________________

Click “Start Selling”

How to List Item

2 Ways of Listing Item

Bulk Listing

Manual Listing

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Bulk Listing__________________________________

Manual Listing________________________________

2 Types of Manual Listing

• Category Tree

• Catalog Search

Manual Listing- Category Tree__________________________________

Select a category for your item

Category Tree__________________________________

If your brand name does not exist in the “brand

dropdown menu” then you can scroll down and select

”specify you own” and type in your

Category Tree_______________________________

Select the Target Group

Mention title of the item with the Brand name, Model

number and Target group

Category Tree__________________________________Select the image of the item by browsing in the folder or

… Cont’

Category Tree__________________________________

You can also drag images from your folder to the image uploading page

Category Tree__________________________________

Mention quantity of the item that you have reserved for Souq.com

Mention price of the item after adding Souq commission and processing fees.

In the offer note mention if any warranty is given or freebie with the

item. DO NOT MENTION ITEM DESCRIPTION!

Mention the handling time you will need to make the item ready for pick-

up. Ideally it should be two days.

Manual Listing- Category Tree__________________________________

Review item thoroughly before clicking on Confirm listing.

Manual Listing - Catalog Search __________________________________

Search the item that you want to list

Select the item/product type

Catalog Search __________________________________

Choose the item from the list that you are

selling

Catalog Search __________________________________

Before putting the price check what other sellers are offering. Make sure

you put a competitive price.

If your price is lower than other sellers than more chances for you to

maximize sales.

Catalog Search __________________________________

If your price is more than what other sellers are offering then chances of

selling would be lesser for you.

Catalog Search __________________________________

Review item thoroughly before clicking on Confirm listing.

Listings Management

Seller’s Dashboard

• Inventory Dashboard

• Performance Dashboard

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Seller’s Dashboard__________________________________

Inventory Dashboard__________________________________

Click on “Live on Site” or “Manage Inventory”Click on “Live on Site” or “Manage your Listings” to view Offers/Items

Live on Site__________________________________

Live Items/Offer

Click on Edit Offer

Live on Site - Edit Offer__________________________________

Make the necessary adjustments then Save

Rejected Listings__________________________________

Click “Resubmit Product” to editReason for rejection is

mentioned

Rejected Listings–Resubmit Product__________________________________

Make the necessary adjustments then click “Save”

Expired Offers__________________________________

Click “Reactivate offer”

Expired Offers–Reactivate Offer__________________________________

Make the necessary adjustments if needed then click “Save”

Paused Offers__________________________________

Go to Live Offers, select the item to pause then click “Pause”

Paused Offers – Reactivation __________________________________

Make the necessary adjustments if needed then click “Save & Reactivate”

Sold out - Sold Offers__________________________________

Put the pointer to the “sign “ to see the best price offered by other seller

Sold out - Resell Offer__________________________________

Click “Resell Offer”

Sold out - Resell Offer__________________________________

Make the necessary adjustments then click “Save”

Performance Dashboard__________________________________

Checking & Confirming Order

2 Ways to Check Order

- Email Notification

- New Sales Order (Souq Account)

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Email Notification

Will be notified on the email address registered

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New Sales Order_________________________________

Click “New”1

Click “Shipment Ready-Create AWB”

2

Shipping Items __________________________________

Printing Shipment Label/AWB_________________________________Click “Confirmed”

Print the shipping label

Item Collection_________________________________

Courier will contact you to arrange the shipment. Pack the item with bubble wrap or paper so that it doesn’t get damaged.

Item Delivery _________________________________

Courier will contact the buyer and deliver the

item.

Tracking the Order_________________________________

Click “Confirmed” 1

Click “ Track your order”2

Tracking the Order_________________________________

Detailed information of the shipment will show once clicked

How to Get the Payment__________________________________

Souq.com Account Summary__________________________________

Click the “Account Summary” under Financials

Souq.com Account Summary__________________________________

Available Balance from Successful Orders

Pending Amount from Orders that are placed

Commission/Payment Processing Fee

Withdrawal Request__________________________________

Click the “Request Withdrawal” under

Financials

Withdrawal Request__________________________________

Click “Withdraw” but make sure that bank details has been

provided under “Bank Info” Section

Withdrawal Status__________________________________

Go to “Withdrawal Statuses”

Souq.com Fees__________________________________

Listing an item on Souq.com is absolutely FREE!

Commission: 5% or 10% of Item Selling Price or minimum AED 5 depending on the item category.

Processing Fee for each order: AED 5

Managing Complaints__________________________________

Buyers are eligible to open a dispute when an item is not received or when an item

arrives but the item is damaged or does not match the description in the item listing.

Communication between a buyer and seller to resolve an issue is always encouraged by

Souq.com, and is often the fastest and simplest way to resolve a problematic

transaction.

Go to “Buyers Complaints”

Click “View Complaints”

1

2

Used to upload a proof that an item was shipped or proof that

an order was refunded

Allows the seller to escalate an open case to Customer Service

Reply to buyer complaint

Managing Return__________________________________

Click on the “Returned” to view the items that are to be

return/return

Click this button once the return item is received by you

If the “Return Received” button is not showing it means that the amount has

been refunded to the buyer

Best Practices__________________________________

Only sell NEW items First and foremost, you must have the product in

stock in order to list the product for sale on Souq.com Check your New Sales Orders section regularly for

important updates on your sales, rather than relying exclusively on e-mail notifications

Always sell authentic products only

Have the best content specifically using good keywords

Best Practices__________________________________

Avoid duplicate listings

Ship faster - Always ship your items within two business days of order notification

Ensure best post sales service - Answer all buyer claims within 24 hours of receipt

Image Guidelines __________________________________

Image Attribute Guidelines

Image Size Minimum 500 x 500 Pixels

Format Jpeg (.jpg)

Keep the background white.

Don’t use a reflective surface if you have to use a flash.

The main image (first image) should capture the entire product in the shot

✔ ✗

✔ ✗

✔ ✗

1.Front

2.Back with clasp

fully open& extended

3.Close up of Detail

5.On gray

Mannequin hand

4.Close up of side Angle

Description

• Include the item specifics about the item you're selling, such as brand, model number, size type, size, color, and style

• Add other item specifics that apply to your item

Offer Note

• Include your warranty condition

• Specify your shipping policies

• Mention product offer (limited period discount, bundle offer) or any key highlight

• Describe any flaws like scratches, dings, functional problems, missing parts or smells (cigarette or pet odors, for example) in case you are selling a used item

Description vs. Offer Note

Hot Selling Items

Hot Selling Items

Hot Selling Items

Contact Details__________________________________

Aramex Customer Service: +97142865000

QExpress Customer Service: +971 47065555Timings: 7am to 10pm Daily

Souq.com Customer Service: +97144370900Timings: 8am to 10pm Daily

Happy Selling